People, culture and data
Christine McNamara | Managing Director, Optimus Australia
It takes belief and courage to embark on Service Management transformation. A critical success factor is establishing a change culture to underpin it’s success. If transformation is too much of a risk then incremental change through a Continual Service Improvement program may be the way to go.
Identifying a leader is the crucial first step. A leader communicates the vision and a clear picture of what the end game looks and feels like. A clear vision statement will be the motivator when resistance to change arises and will provide the guiding principles for all decision-making.
Creating a clear vision statement starts with an understanding of the current state and this can often be blurred by the quality of the data. Undertaking a capability assessment is a method used to establish the baseline and it provides a framework and guidance for each capability maturity level, confirms you have arrived at the target level before moving on to the next level.
Creating a change culture is the foundation for transformation and Organisational Change Management (OCM) takes into consideration the people aspect.
Developing a change culture is about creating new habits and supporting the people in the organisation to embed these habits into ‘the way we do things’.
What differentiates one organisation from another is not technology, not process, not quality but the culture. It is what you stand for daily and if you live it then customers will notice.
Data is created by people, therefore analysing data provides enormous insights into the culture and capability of an organisation and can validate what is ‘anecdotally’ known to be true.
Equally important to analyzing data is to go and see how the data is created. More often than not the person creating the data, keying text into field, selecting from dropdown options or the auto-population based on business rules, does not know how this data will appear on reports or drive business decisions.
Not everyone understands analytics (data and reporting) or how to look for meaningful patterns however I have seen data quality improve when there is an understanding of the basic meaning of the data, where it will appear and how it will be interpreted.
Measuring, monitoring and improving performance based on solid data foundations is key to the success of People and Culture.